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Be Trained by the Best in the Business

Make the most of your experience and seize the opportunity to be trained by the gold standard for contact center training - ICMI certified instructors. Highly recommended and included with your All Access Pass!


ICMI Contact Center Strategy - Full Day

Thursday | 8:30 AM – 4:30 PMDigital Experience
Fancy Mills

This all new workshop from ICMI provides the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. Apply the lessons of the world's best customer contact centers to transform your service and sales delivery systems to conquer new competitive challenges. Get the information, tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. You'll leave with techniques and strategies you can implement immediately – and references to consider for many years to come.


ICMI Small Contact Center Workshop - Full Day

Thursday | 8:30 AM – 4:30 PMDigital Experience
Rose Polchin

"Do more with less!" A common edict, but the performance impact can be much greater in small centers. The good news is having limited resources does not have to mean limited results. Managers of small centers can and must become masters of strategic planning, relationship building, agent education and motivation, forecasting and scheduling, and technology optimization. This targeted workshop, specifically for contact centers with 2 to 50 agents, provides the tools, strategies and tips you need to achieve big results. Come prepared to share with your peers who manage other small centers and capture a ton of ideas you can apply right away!


ICMI Workforce Management Principles - Full Day

Thursday | 8:30 AM – 4:30 PMDigital Experience
Wendy Fowler

This 1-day course looks at developing foundational knowledge and skills in workforce management for contact centers. Learn how workforce management (WFM) is defined, and explore the components of the planning and management process of the contact center. Gain a better understanding of service level/response time objectives, data collection and forecasting, real-time management, and reporting and analysis that will enable you to more effectively and efficiently manage your center. (No previous workforce management is required.)


Contact Center Fundamentals and People Management for Supervisors

Monday | 8:00 AM – 5:00 PMTuesday | 8:00 AM - 5:00 PM
Laura Grimes

Whether you are a first-time supervisor or a seasoned pro, this two-part training will prepare you to implement the key principles of management that will have a direct impact on agent engagement and retention. On Day 1, learn about the fundamentals of a contact center: what it is, what it does, and what you need to know to manage one successfully. Take a deep dive into the planning and management process, real-time management and recovery, and improving quality and productivity. Day 2 is all about people management and mastering the skills you need to hire and manage an engaged team of people who are working at their full potential. You'll learn how to blend agents into a successful team and how to use critical management and communication tools to make decisions and solve problems in a team setting.